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Executive Interview : What Technology Do You Believe Will Have The Biggest Impact On The Industry Over The Next 12 Months?

#contactcenterworld

ContactCenterWorld.com asked some of its members from all over the globe about technology and what will have the biggest impact on the industry in the coming year? Take a look at some of their collective answers and ensure that you're keeping up with what these people believe are going to be the biggest advances.

Anita Ridgell
Manager Of Quality Assurance
CMD
United States

"I am not sure what new technology is on the horizon, but whatever it is, I hope it makes our jobs easier to accomplish."
About CMD

CMD Outsourcing Solutions is a contact resolution center addressing the needs of Higher Education and Healthcare.
 
Yunus Mucaz
Management Consultant
Freelancer
Turkey

"Voice and digital based technologies."

 
Sandy Morrison
Director of Customer eXperience Center
Whirlpool Corporation
United States

"Multi and omni channel."
About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a major appliance manufacturer, with approximately $21 billion in annual sales, 93,000 employees and 70 manufacturing and technology research centers in 2016. The... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
Sunil Kappal
Senior Manager Analytics
RSystems International Limited
India

"Big Data for sure, it has got something for everyone."
About RSystems International Limited

R Systems, founded in 1993, is a specialized IT Services & Solutions and IT-enabled Services provider catering to a wide range of global customers. We are endowed with some of the industry’s highest q... (read more)
 
Lee Pemberton
Vice President
Inspired Performance Solutions
United States

"The measurement of human metrics. Today's workers want to be able to make a difference, they need to know how to grow themselves so they can make a difference every day. We only get this by measuring their Attributes such as leadership then growing each and every day, then measuring again to show the growth or lack thereof."
About Inspired Performance Solutions

My company specializes in call center training. We have done training at the manager level as well as agent level. We work on manager effectiveness , communication as well as team leadership and sales... (read more)
 
Martin Conboy
Publisher
The Outsourcing Guide
Australia

"The cloud and new customer apps."

 
Brian Hudson
CEO
Fusion Telecom Ltd
United Kingdom

"Voice Biometrics."

 
Andrew Shockney
President
What Box Consulting Group
United States

"CRM integration into mobile and social to deliver service in new and compelling ways."

 

Aledium Call Center HR Services
United States

"Continued transition to SaaS Cloud Technology and Omni-channel, with further advances in automated virtual customer self-service options and touch points."
About Aledium Call Center HR Services

Aledium specializes in customized call center recruiting solutions. Our Call Center Response and Call Center Talent programs and services deliver results at all levels in a call center organization. ... (read more)
 
Zaneta Reed
Group Client Services Director
National Tyres and Autocare
United Kingdom

"Mobile communications."
About National Tyres and Autocare

National Tyres and Autocare is an independent tyre and automotive parts retailer based in Stockport in Greater Manchester, England. The company is now part of Axle Group Holdings Ltd.
 
Niels Kjellerup
Manager
Resource International
Australia

"Improving the actual use of IT for normal people."

 

Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Friday, February 12, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844
 

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